Category: Customer Experience

October 30, 2023

Alex Gaw

Industry News

CX M&A: Acquisitions by Oracle, airSlate, NICE, and Simpplr

Acquired Companies Include Next Technik, Instapage, LiveVox, and Socrates.ai, and Concentrix and Webhelp Complete Their Merger

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX acquisitions by Oracle, airSlate, NICE, and Simpplr, as well as an update on Concentrix closing its acquisition of Webhelp.

Business Information, Customer Experience, Mergers and Acquisitions

October 30, 2023

Alex Gaw

Industry News

CX Wins With Emplifi, LiveVox, and Qualtrics

Successful Partnerships Involve Freshpet, Arrivia, and Southwest Airlines

Alex Gaw, contributing analyst at The Futurum Group, provides a roundup of the latest customer wins for CX firms and their partners. In this edition, he examines initiatives Emplifi, LiveVox, and Qualtrics.

Business Information, Collaboration, Customer Experience

October 30, 2023

Alex Gaw

Industry News

New CX Research from Exotel, Gainsight, and Heap

Topics Include CXOs Holiday Focus, Digital Customer Success, and Data Stack Challenges

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of new and recent CX research findings from Exotel, Gainsight, and Heap.

Business Information, Customer Experience

October 30, 2023

Alex Gaw

Industry News

InTouch Insight Closes BEB Acquisition and Contentsquare Gets Heap

Also: Atomicwork Lands $11 Million in Seed Funding

Alex Gaw, Contributing Analyst at The Futurum Group, provides a roundup of the latest CX M&A news involving acquisitions by Intouch Insight and Contentsquare as well as news about funding success for San Francisco-based HR startup Atomicwork.

Business Information, Customer Experience, Mergers and Acquisitions

October 27, 2023

Sherril Hanson

Research Note

Webex Introduces AI Capabilities for Contact Center Agent Support

AI Will Be Used to Reduce Contact Center Agent Burnout and Enhance Efficiency

Sherril Hanson, Senior Analyst at The Futurum Group, shares her insights into Cisco Webex contact center-related announcements at WebexOne. AI will be used to reduce contact center agent burnout and enhance efficiency.

Contact Center, Customer Experience, Employee Experience

October 27, 2023

Sherril Hanson

Research Note

Frontline Worker Experience: Interview with Dr. Benjamin Granger

Companies Such as Southwest Airlines Are Using Qualtrics CrossXM to Support Frontline Workers

Sherril Hanson, Senior Analyst at The Futurum Group, interviews Dr. Ben Granger, chief workplace psychologist at Qualtrics, and shares insights into how Southwest Airlines is supporting frontline workers and the increased focus on this labor segment.

Collaboration, Customer Experience, Employee Experience

October 27, 2023

Olivier Blanchard

Research Note

Qualcomm Snapdragon 8 Gen 3 Brings Generative AI to Smartphones

Qualcomm’s Snapdragon 8 Gen 3 Premium Mobile Platform Hits the Gas with Powerful On-Device AI Features

Olivier Blanchard, Research Director at The Futurum Group, shares his insights about Qualcomm’s powerful new Snapdragon 8 Gen 3 mobile platform and how its AI-forward specs and features are already redefining mobile experiences and performance.

5G, AI, Customer Experience, Devices, Innovation, Mobile Devices, PCs and Devices, Processors, Semiconductors and Components

October 26, 2023

Sherril Hanson

Research Note

Intradiem Launches Contact Center Agent Attrition Indicator

The AI-Driven Solution Helps to Quantify Burnout and Predict Churn

Sherril Hanson, Senior Analyst at The Futurum Group, provides insights into Intradiem’s new agent attrition predictor that can help assess burnout and offer recommendations.

AI, Contact Center, Customer Experience, Data Analytics, Employee Experience

October 26, 2023

Sherril Hanson

Research Note

New Video Capability Brought Into 8×8 Contact Center

Native Video Functionality Helps Agents Troubleshoot Remotely

Sherril Hanson, Senior Analyst at The Futurum Group, dives into 8x8’s new video functionality in its contact center solution. Agents can now natively provide a video interaction directly from Agent Workspace, helping to save time and money.

Contact Center, Customer Experience

October 25, 2023

Olivier Blanchard

Research Note

Qualcomm Raises Bar for On-Device Generative AI at Snapdragon Summit

On-Device AI Leader Qualcomm Shows How Intelligence Can Enhance Experiences from Snapdragon PCs and Phones to Earbuds

Olivier Blanchard, Research Director at The Futurum Group, shares insights on the new on-device generative AI capabilities of Qualcomm’s next-gen Snapdragon platforms and what this market differentiator means for the premium mobile, PC, and IoT competitive landscape.